Complementary terms defining service level agreements for service centers.
3a. Notification Email Adresses
bedmonson@rdoic.com, breich@rdoic.com
5c. Procedures for end users
As published under https://knowledge.wingtra.com/update-and-maintain-wingtraone
5g. Other Services to be provided by the Distributor
None
6a. Minimum Turnover and Annual Registration Fee
Minimum turnover of USD 400'000 in the previous calendar year and per service center. Registration fee of USD 10'000 per calendar year to be recognised as service center otherwise.
6b. Number of Certified Service Center Employees
2 employees
6d. Required Tools and Equipment
tbd Wingtra staff. Soldering iron, Pix4D work station, screw drivers, Wingtra tool set
6e. Address of Service Centers
- RDO Integrated Controls, 5221 Midland Road, Billings, MT 59101, (406) 259-5536
- RDO Integrated Controls, 9201 E Bloomington Freeway, Suite JJ, Bloomington, MN 55420, (952) 948-1604
- RDO Integrated Controls, 24353 Clawiter Road, Hayward, CA 94545, (510) 460-3900
6f. Additional Requirements to be Recognised as Service Center
None
10 Minimum Number of Attended Webinars to Maintain Service Center Employee Certification
2 Webinars per calendar year and Certified Service Center Employee
12 Procedures That are Reserved for Certified Service Center Employees
None
14 Percentage of Cases that have to be below Response Time and Turnaround Targets
90% of all cases have to be below the specified targets.
17 Distributor Response Times
- Email response time for emails of end users: 1 business day
- Email response time for emails of Wingtra support staff: 1 business day
- Notification time towards Wingtra as soon as the Distributor learned about a serious product malfunction (such as a crash): 2 business days
18 Distributor Turn Around Times
- Dispatching products to the customer: 2 business days
- Pick up of products at the customer: 3 business days
- Replacing a wing consisting of pickup, transferring payloads and rebinding RC and Telemetry, quality control, delivery to the end user: 10 business days
- Replacing a payload or other parts consisting of pickup, replacing payloads or parts, quality control, delivery to the end user: 10 business days
- Time for incoming goods control and notification of Wingtra in case of faults in the delivered products: 3 business days
- Dispatching Wingtra Inventory parts to any address indicated by Wingtra: 2 business days
20 Wingtra Response Times and Turnaround Times
- Availability of phone support: Voicemail and callback request option, scheduled calls
- Time between call back request and first call attempt of Wingtra support employee: 1 business day with non-binding goal of less than 30 minutes
- Answering emails of the Distributor: 1 business day
- Time for warranty assessment decision after receiving a complete incident report (including flight logs where available): 5 days with non-binding goal of 2 days
- Dispatch time for replacement parts from Wingtra to the Distributor: Orders placed with Zurich office until Thursdays 16:00 CET are dispatched in the following week subject to stock availability.
22 Required Stock
- Replacement parts: 2x Pitot tube, 4x motor mount assembly, 20 propellers, 10 middle stands, 10 side stands, 10x batteries
- Wingtra Drones: 2x WOP-EMP, 2x RX1-ADD, 2x PPK-ADD
25a Mininum Wingtra Inventory at Service Center
- 4x replacement wings
- 2x RX1 payload module
- 2x QX1 payload module
- 2x replacement pilot box
25b Offered Inventory Capacity to Wingtra
Same as 25a
30 Labels and Names for Advertising
Distributor is allowed to advertise using the term "Certified Wingtra Service Center"
31 Paid Trainings
None approved
32 Loaner Program
None approved.
Notes: No for profit rental programs are approved. tbd loaner program for customers that own a Wingtra product for the period of time at which such product is being serviced, replaced or repaired. Note: Revisit once the new Wingtra inventory and new replacement process is in place.
40 Compensated Standard Repair Cases
- Wing swap replacement under warranty at Service Center: x hours at rate of x US dollars per hour
- Note: Suggest to converge towards value once we have both more experience with this process